mplcontact is pleased to be providing on-demand contact centre support for the top 10 building society as it’s ISAs generate new enquiries
The Principality Building Society was established 150 years ago and, with £7 Billion in assets, is the 6th largest building society in the UK. When it decided to seek contact centre support for its product campaigns and business continuity provision, it chose to work with a supplier which shared the same approach to delivering customer service; great value and consistently high quality.
The Principality selected mplcontact following a rigorous procurement exercise designed to identify an outsourced partner with the capability of providing highly flexible and scalable contact centre solutions often with very little notice.
mplcontact agents now provide a Product Information Pack line, handling hundreds of daily enquiries and supplying the details captured to Principality’s fulfilment partner, and a Best Buy information request line answering prospective customers’ queries from an evolving product knowledge base. mplcontact agents handle all enquiries to these two lines, bypassing the in-house centre so freeing up its expert staff to manage complex customer issues.
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